on 12-03-2023 12:23
We've been having regular broadband dropouts for a few days. VM's status tools says there's no problem in our area, but when running the connection check tool it reports there is a problem and an engineer is working on it. However, nothing has changed since Thursday.
When checking the router logs, 13 of the 22 channels have a SNR less than the recommended 34dB. Power levels look OK, at 6-8dBmV. Lots of pre- and post- RS errors.
Nothing has changed at our end and things were working earlier this week - what could be the issue?
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 7.6 | 28 | 256 qam | 25 |
2 | 211000000 | 7.8 | 28 | 256 qam | 10 |
3 | 219000000 | 7.6 | 35 | 256 qam | 11 |
4 | 227000000 | 7.4 | 37 | 256 qam | 12 |
5 | 235000000 | 7 | 33 | 256 qam | 13 |
6 | 243000000 | 6.5 | 35 | 256 qam | 14 |
7 | 251000000 | 6.9 | 32 | 256 qam | 15 |
8 | 259000000 | 7.1 | 35 | 256 qam | 16 |
9 | 267000000 | 7.5 | 34 | 256 qam | 17 |
10 | 275000000 | 7.5 | 34 | 256 qam | 18 |
11 | 283000000 | 7.5 | 33 | 256 qam | 19 |
12 | 291000000 | 7.5 | 32 | 256 qam | 20 |
13 | 299000000 | 7.6 | 28 | 256 qam | 21 |
14 | 307000000 | 7.5 | 33 | 256 qam | 22 |
15 | 315000000 | 7.5 | 26 | 256 qam | 23 |
16 | 339000000 | 7.6 | 25 | 256 qam | 26 |
17 | 347000000 | 7.6 | 30 | 256 qam | 27 |
18 | 355000000 | 7.5 | 34 | 256 qam | 28 |
19 | 363000000 | 7 | 29 | 256 qam | 29 |
20 | 371000000 | 6.1 | 27 | 256 qam | 30 |
21 | 379000000 | 6.4 | 32 | 256 qam | 31 |
22 | 387000000 | 6.4 | 33 | 256 qam | 32 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 28.4 | 8273214 | 0 |
2 | Locked | 28.3 | 5975688 | 117 |
3 | Locked | 35.7 | 122 | 43 |
4 | Locked | 37.3 | 140 | 7 |
5 | Locked | 33.4 | 155 | 0 |
6 | Locked | 35.7 | 108 | 16 |
7 | Locked | 32.4 | 366 | 0 |
8 | Locked | 35.7 | 113 | 0 |
9 | Locked | 34.3 | 97 | 6 |
10 | Locked | 34.3 | 97 | 0 |
11 | Locked | 33 | 174 | 0 |
12 | Locked | 32.5 | 469 | 4 |
13 | Locked | 28.9 | 2848074 | 13 |
14 | Locked | 33.3 | 111 | 0 |
15 | Locked | 26.3 | 49312098 | 2751009 |
16 | Locked | 25.6 | 41811160 | 15459401 |
17 | Locked | 30.8 | 67124 | 0 |
18 | Locked | 34.3 | 83 | 0 |
19 | Locked | 29.6 | 1095046 | 0 |
20 | Locked | 27.7 | 20561940 | 86 |
21 | Locked | 32.4 | 986 | 0 |
22 | Locked | 33.8 | 79 | 0 |
on 12-03-2023 12:25
on 12-03-2023 12:25
Unless there is an area fault you need a technician’s visit to rectify.
Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.
VM will not dispatch any technicians while an area fault exists.
If no area faults found:
The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.
on 14-03-2023 13:34
Hi DocMN,
Thanks for your post and apologies to hear you're having an issue with your connection.
Taking a look at things this end, I can see that there was indeed a fault affecting you which has since been resolved. Please reboot your hub to clear and refresh everything.
I've also taken a look over the hub and connection and everything looks good for now.
Please pop back and let us know how things are as if you're still experiencing issues, we can help further.
Many thanks,
on 14-03-2023 15:57
Thanks Kath, yes all looks good now!
on 16-03-2023 16:06
Glad to hear this @DocMN
Please do not hesitate to contact us if you need any further help 🙂
Thanks,